Are there hidden fees in CRM software?
Yes — most CRMs have line items that aren't on the headline price. The common ones for contractors: SMS sending, payment processing, storage, additional users, and integration tiers. This post lists what to ask about before you sign up.
SMS and call costs
If the CRM sends text messages, those texts cost money — usually 1-3¢ per outbound message, plus a small carrier fee. A contractor sending 500 texts a month is looking at $10-$30 on top of the subscription. Some CRMs include a small SMS quota; some don't include any. Voice calls (forwarding, recording, IVR) are typically 1-3¢ per minute. Always ask: are these costs included or passed through, and what's the rate per message and per minute.
Payment processing fees
Standard card processing is 2.9% + 30¢. Many CRMs add a platform fee on top — typically 0.5% to 1% — for using their payment integration. So a $5,000 invoice could cost $145-$170 to collect via card. ACH is cheaper, usually 0.8% capped at $5. The platform fee is the line item people miss. It can be worth it for the convenience, but it's worth knowing the exact total before you commit.
Per-user and per-seat creep
A CRM advertised at '$49/mo' often means $49 per user per month. Add three salespeople and an admin and you're at $245/mo, not $49. Some CRMs also charge differently for 'full users' versus 'view-only users' or 'crew app users.' Map out who needs access at what level before you sign. The cleanest pricing is per-company or flat, but those are rarer.
Storage, integrations, and onboarding
Photos and documents add up — a contractor uploading job photos can blow through 5-10 GB a month easily. Some CRMs include 'unlimited' storage in the base, others charge per GB above a threshold. Integration tiers are common: the basic plan includes Google Calendar and QuickBooks, but Twilio, GoHighLevel, or Zapier sit behind a higher tier. And enterprise CRMs often have a one-time setup fee — $1,000 to $10,000 — to migrate your data and configure the system. Always ask for the all-in number at your projected usage, not the headline.
Bottom line
There's almost always a gap between the advertised price and the all-in monthly cost. Ask about SMS, payment fees, per-user pricing, and storage before you sign — and ask for it in writing.